Contractor Case Study – Optimizing Service Cloud business processes



In these contractor case studies, we provide a glimpse into the kinds of projects and results that our placed contractors from our database complete. These are real contractors that we have placed on-site in the last 12 months.

Who are you?

I’m a CRM specialist with over 20 years of experience. I usually take on the roles of Project Manager, Business Analyst, or Architect with equal success. I’m experienced in managing global teams across a large variety of sectors and business functions and I’m a specialist in system design, business change, process improvement, configuration, and end user training. In the last three years, I’ve held the roles of Project Manager, Solution Architect, Business Analyst, and Salesforce Consultant.

What are your credentials?

  • APMP Certification
  • Salesforce Application Architect Certified

What was the challenge the client was facing?

The client has a very large ongoing program containing eight different scrum teams across different business areas. They needed to complete the program very quickly, and there was an awful lot to do in a short space of time. There was a lot of churn from their third-party supplier so they needed very experienced staff to come in at short notice. I also worked on other streams not directly related to the program and also ran crisis projects.

What was your role in the project?

I was the project manager for one of the scrum teams, managing a team of 10 business analysts, developers, and testers. I both optimized the experience for existing users and extended the system to the business units not currently using it. I worked on the Service Cloud aspect of Salesforce, and completely optimized business processes, making them a lot more efficient, and got the team to work to full capacity. I optimized agile methodology, making sure the client was engaging correctly with the stakeholders, ensuring user stories were prioritized correctly and approved properly across business units before the work started. I joined post-go-live so worked on lots of enhancements that have been happily received by the stakeholders and customers.

What advice would you give to companies looking to do a similar project themselves?

The flexibility of contractors and their available working hours, and lack of micromanagement, allowed me to efficiently run a project across multiple time zones. This would have been much more difficult to achieve with permanent employees.

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